MoveBoardThe card was declined
The bank said no. MoveBoard shows the reason the card processor gave (for example The card was declined.), and nothing is recorded on the order — no payment, no change to the balance.
What to do:
- Check the card details with the customer and try again, or
- Use another card, or take a different way to pay.
When adding a card on file, the card is checked with the bank first: a one-cent hold that is cancelled straight away. A card the bank declines isn't saved: This card was declined by the bank — please use another card. When the card wasn't kept for another reason, the message says which — for example The billing ZIP code or address doesn't match the card (code 27), or The same charge was just made, so this one was refused as a duplicate (code 11) — and the Order Log line names the reason and its code, so support can see exactly what happened.
You always get one clear answer
After you press Charge, the button says Charging $100.00…. If the card processor is slow, the line under it changes to Confirming the payment… — MoveBoard is asking the processor about that exact charge while you wait (up to about 20 seconds more). Then you get one answer:
- Charged — in green, with the card it went on. The payment is on the order with its receipt, as usual.
- Not charged — MoveBoard couldn't reach Authorize.net. Please try again. — nothing was taken. Press Charge again.
If the charge turns up at the processor later anyway (very rare), MoveBoard gives it back by itself — voided, or refunded if it has already settled — and writes it on the Order Log, so the customer is never charged for a payment you were told didn't go through.
Every charge and refund is sent to Authorize.net with its own reference at the end of the description (for example Payment for order 215682 [ref 2-683]), and MoveBoard finds an unanswered one by that reference alone: approved means charged, declined or not there means not charged. You'll see the reference in Authorize.net and on its receipts.
If your screen loses the answer altogether (the internet drops while you wait), the pop-up keeps saying Confirming the payment… and asks MoveBoard how that charge ended, then shows the same clear answer.
Trying again is always safe
Every card charge is sent with the processor's duplicate check: the same card, for the same amount, on the same order, within 10 minutes, is refused instead of charged twice. So if you press Charge again after a charge that did go through, MoveBoard finds the first charge, makes sure it's on the order, and tells you:
This card was already charged $100.00 — it is recorded on the order.
Nothing new is taken. If you really mean to take a second payment of the same amount on the same card (two deposits, say), press Charge again anyway under that message — that charge goes through on its own and is never treated as a duplicate.
After a card is declined, trying again with the same card is not blocked: the next try goes to the bank as a new charge, so you see the bank's real answer.
A duplicate charge is voided automatically
As a safety net, MoveBoard checks every few minutes for the same card charged twice for the same amount on the same order and day within 10 minutes (not using Charge again anyway). The second charge is voided straight away, the payment is marked voided, the customer gets the void receipt, and the Order Log says A duplicate charge of $100.00 on the card ending 6704 was voided automatically. If the extra charge has already settled, MoveBoard never refunds it by itself: the Order Log tells you, and you refund it from the payment if the customer shouldn't pay twice.
A charge always lands on the order
When a charge is approved, the payment is written to the order straight away. If that write fails for any reason, MoveBoard says The card was charged. MoveBoard could not add the payment to the order yet; it keeps trying every minute, so do not charge the card again. — and keeps trying until it's in. A card that was charged is never missing from MoveBoard, and a payment is never written twice.
When the customer pays from their portal
If the customer's card is declined while booking, they're told and can try again straight away with the same or another card. If the processor didn't answer, MoveBoard checks at once; a charge that did go through after the customer was told it failed is given back. The same applies to Send to pay links, invoices, storage payments, the crew's bill payments and box deliveries: one clear answer, and trying again never charges twice.
Card expiration dates
Every card form takes the expiration however it's typed — 03/31, 3/31, 03/2031, 3/2031, 0331 or 032031 — and saves it as 03/31. This includes Credit Record, which used to refuse an expiration typed there.